What does this section cover?
What is the Communication Centre ?
Communication Centre provides the ability to perform customer care functions applied by agents and driven by an interaction with the customer, through a special screen that brings all the customer information and all the customer care functions together. Customer care functions are a set of services used to assist customers in making cost effective and correct use of products and services, before, during or after the purchase or provisioning of the products or services.
Communication Centre Glossary
| Term | Description |
|---|---|
| Customer care functions | A set of services used to assist customers in making cost effective and correct use of a products and services, before, during or after the purchase or provisioning of the products or services |
Communication Centre Key Processes and Concepts
| Processes / Concept | Description |
|---|---|
| Action Panel | |
| Quick Search | |
| Advanced Search | |
| Latest Communications |
Communication Centre Network Characteristics
Network Characteristics define the level of access for each record. i.e. Whether it will be available for selection, for viewing or editing etc.
| Entity | Network Characteristics |
|---|---|
| Accounts Receivable Classifications |
Communication Centre Related Modules
| Interaction Entity | How |
|---|---|
Communication Centre - Business Examples
The following section provides business examples to help you understand how CRM.COM Communication Centre module is used.
Title of the Business example
Business Requirement
Company ZX .......
CRM.COM Solution
...........
- Configuration
- User Process
More Information on Specific modules can be found at:
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